In today’s digitally driven world, consumer expectations run exceedingly high. At the same time, e-commerce is rapidly increasing in popularity. Shoppers now crave an excellent experience as well as easy access to the products they love, and near-instantaneous answers to their questions.
Social media is integral to the success of almost any small business. But brands can no longer rely on just one communication channel to help them thrive, social media or otherwise. In fact, statistics show that 86% of customers channel-hop when it comes to social media platforms.
Companies that provide exceptional customer support earn the loyalty and repeat business of their happy clients. More than two-thirds of shoppers say that a good customer experience plays into their allegiance to a given brand. Omnichannel e-commerce communication is a powerful way to provide a seamless experience and enhanced support.
That’s why omnichannel strategies are invaluable for driving almost any brand’s success. Omnichannel communication presents a new frontier for businesses to increase their customer engagement and, consequently, their revenue.
Using Omnichannel Communication for a Unified Customer Experience
Omnichannel e-commerce messaging allows brands to give customers a consistent experience, even across platforms. For example, with omnichannel software like Mitto, it’s possible to maintain a unified brand voice, tone, and marketing strategy across channels.
Through omnichannel e-commerce software, a customer might see an advertisement for a product on one social media platform, then see the same item on a different channel later that day. This is important because someone might not always buy the product when they first see it — they may be too busy at the time or walk away from their phone and forget about it.
But with omnichannel software, vendors can keep the conversation going, whether through their website, text messaging, or multiple social media platforms — good news for e-commerce businesses since a unified, positive customer experience increases sales and retention and builds trust.
Abandoned Cart Reminders
Omnichannel messaging makes it easy to implement abandoned cart reminders, which may be just the subtle push a customer needs to convert. Abandoned cart reminders can be vital for boosting sales, since over 75% of people add things to their carts but leave without buying them.
The gentle nudge could come through a social media channel or text message. A simple reminder and picture of the item can engage the potential consumer and turn them into a customer.
Personalized Omnichannel Messaging
It’s not enough to put out generic messages about a brand. Businesses need personalized communication strategies to drive engagement at the highest level. People today expect curated recommendations and offers relating to their interests.
Customers also have a wide range of needs and behaviors, so segmenting them will ensure that a marketing strategy hits home. This pivotal aspect of personalized omnichannel communication enables brands to engage at the right time and in the right way.
Leveraging Artificial Intelligence
The technology landscape is constantly evolving and more rapidly than ever. Email used to be the best way to reach customers, but that isn’t always the case anymore. Many emails end up in a spam folder. So how can companies be sure they’re reaching as many people as possible?
The answer lies in new strategies and technologies. Artificial intelligence is one way that omnichannel platforms can help businesses reach customers effectively. AI can evaluate several factors to determine the best delivery method for a message. This way, the message always gets through to the right person.
AI and chatbots can also promote a positive customer experience since they can help answer concerns quickly.
No matter what the future holds for technology and marketing, omnichannel communication software like Mitto will help brands rise to new challenges.
